United States onlyJob Summary:
About the RoleWe are looking for a driven, relationship-focused Customer Success Manager to join our growing team. This is a foundational role, and you will have a direct impact on how we scale our customer success function.
You will own a portfolio of strategic accounts in the Courts vertical, serving as the primary relationship owner for some of our highest-value customers. You will work closely with Product, Sales, Support, and Implementation teams to ensure customers are realizing value, expanding their use of our platform, and staying with us for the long term.
This is a high-visibility role with real autonomy. If you are energized by scaling a department, working in a complex domain, and being the person customers trust most — this is the opportunity for you.
Job Description:
What You'll Do
Own strategic customer relationships You will serve as the named CSM for a portfolio of key (Case Management Software) accounts, building deep relationships with administrators, end users, and executive stakeholders. You will run regular touchpoints, quarterly business reviews, and success planning sessions to keep customers aligned, engaged, and growing.
Drive expansion and growth of our solutions You will proactively identify opportunities for customers to expand their use of our products — whether through additional features, modules, or seats — and work closely with Sales to move those opportunities forward.
Manage customer health in a CRM You will maintain accurate, up-to-date account data, act on automated health alerts and trigger plays, and use the platform to stay ahead of risk and opportunity across your book of business and beyond.
Serve as the voice of the customer internally You will bring customer feedback, feature requests, and sentiment into product and leadership conversations. You will help shape how we build, prioritize, and communicate with customers.
What We're Looking For
- At least 5 years of experience in Customer Success, Account Management, or a related customer-facing role
- Experience managing complex, multi-stakeholder accounts in a B2B SaaS or technology environment
- Proven ability to learn new complex software
- Track record of driving retention and expansion revenue
- Strong facilitation and communication skills — comfortable leading cross-functional calls and executive conversations
- Familiarity with customer success platforms (ChurnZero experience a strong plus)
- Highly organized, proactive, and comfortable operating with ambiguity
- Ability to travel up to 30% for on-site customer visits and QBRs
Preferred
- Experience in the criminal justice, courts, corrections, or public sector technology space or similar “case management” type software systems (healthcare, clinical)
- Assisting in enhancing a Customer Success team rollout
- Familiarity with implementation or professional services environments
Why Join Us
- Your work will directly shape how this function scales
- You will work with a mission-driven team serving the courts and criminal justice system
- Competitive compensation, benefits, and the opportunity to grow as the team scales
- Collaborative culture with strong cross-functional support from Product, Sales, and Leadership
Worker Type:
Regular
Canada only